Business Profile

Insurance Services Office

Canada Life

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Canada Life's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

32 total complaints in the last 3 years.
5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:01/02/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My husband has an extended benefits through company using Canada Life. One of the benefits is Orthotics. In 12 years he has the benefit, this is the first time he submitted the claim for the custom orthotics as prescribed by a family doctor in 2023 and a podiatrist in 2022 due to arthritis on his toes. We submitted all the required documents on October 2023 and got rejected in November 2023. We called and send emails for an explanation or if they need a new prescription from a podiatrist. In the emails, they requested the same documents that we already submitted. They said it wouldn’t be a problem. We still haven’t received a payment of $*** from $*** claim we submitted. I called on Monday, January 29th to follow up. After 45 minutes waiting, a customer service answered and he said he will find out what’s going on with my claim. After 15 minutes, without explanation, he said I transfer your call to ****** ******** ****. ****** **** ********* * ** *** *** ********* *** *********** ***** ** ****** ***** **** *********** *** **** ******* *********** **** ** *** ***** *** *** ******* ******* *****. You refuse to pay what is ours for our health. My experience with Canada Life, they don’t put customers first. ****** ** *** *** ** ***** **** ********* ***** *** *** *** ******
Business Response
Date: 01/02/2024
Dear BBB,

We are
writing to acknowledge receipt of your

email. Thank you for bringing
this matter to our attention.

The
concerns will be reviewed in accordance with our company’s complaint handling
process. Canada Life will be communicating directly with the complainant about
this matter moving forward.

For more
information regarding our complaint process, please visit our website at: ******************************

We
trust this keeps with your mission and goals.
You may close your file.

Sincerely,

Ombudsman’s Office
****** ** ***********

*** ******** **** *****
******* ** *** ***

************************ * **************
*********************** * **************
Customer Answer
Date: 09/02/2024
Hi there,
Canada Life has solved the issue. Thank you for your help BBB

Linda *********
Initial Complaint
Date:24/01/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I submitted a well being claim Nov 27,2023. Never looked at by the company I have called numerous times and advised they would escalate the issue to still not have it resolved. Talked to someone Jan 10th they said they didn't receive the receipt for the purchase. Sent that in thru a scan email she sent to me. Then was contacted again Jan 13 they have not received a receipt for the purchase. Sent that in again Jan 13. Then called again because I have heard nothing back, they said they would escalate it. Still nothing. The service with this company is the worse service I've I have ever encountered. I want my claim looked at, actioned and paid out
Business Response
Date: 24/01/2024
Dear BBB,

We are
writing to acknowledge receipt of your

email. Thank you for bringing
this matter to our attention.

The
concerns will be reviewed in accordance with our company’s complaint handling
process. Canada Life will be communicating directly with the complainant about
this matter moving forward.

For more
information regarding our complaint process, please visit our website *** ******************************

We
trust this keeps with your mission and goals.
You may close your file.

Sincerely,

Ombudsman’s Office
****** ** ***********

*** ******** **** *****
******* ** *** ***

************************ * **************
*********************** * **************
Customer Answer
Date: 24/01/2024

Complaint: ********

I am rejecting this response because: I have heard this numerous times. Every time I call they advise me they will escalate this and call me back. I have never heard from anyone and no one has contacted me back yet. The complaint process they have on their website isn't even applicable to me. I tried using that and called and was advised the process is not for well being accounts. The person answering the call could not even connect me to a manager for the well being accounts. This claim has been sitting in their system since November 2023. Their website advertises it takes 5 business days to process. It's been months. If this is not resolved by the end of the week, * ** ***** ** ******* *** ******* **** ****** ***** ***** *** *** **** *** .its just ridiculous. I just want my claim processed. I don't think I am asking for much

Sincerely,

Darlene ****
Initial Complaint
Date:20/12/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have submitted a claim for reimbursement with all the required documents. I have emailed 7 times and called 4 times. Currently I'm on hold so far 1 hour and 20 minutes to rectify the problem. I am owed $****** for premiums paid.
Business Response
Date: 21/12/2023
Dear BBB,

We are
writing to acknowledge receipt of your

email. Thank you for bringing
this matter to our attention.

The
concerns will be reviewed in accordance with our company’s complaint handling
process. Canada Life will be communicating directly with the complainant about
this matter moving forward.

For more
information regarding our complaint process, please visit our website *** ******************************

We
trust this keeps with your mission and goals.
You may close your file.
Sincerely,
Ombudsman’s Office
****** ** ***********
*** ******** **** *****
******* ** *** ***

************************ * **************
*********************** * **************

***** ************** ****** ** ** ******** * ******* * ******** * ******* * *********
*********** ** * ************* *********** *** * ******** * ******* * ******** * ******* * *********
** **** ***** *** ******** ******** ** **** ***** ****** ***** *** **** ****** *** ** **** *** ****** ** ******* ********** ** ******* *** **** ***** *** *** *********** *** ************ *** *** ** *********** ***** ** **** *********** ******* ******** ** ***** ********* **** ***** ** ***** **** *** **** ** ************** *** **** ** *******
**** **** ******** ** ** ********** *** ************** ********** ** *** ******** ** ** ******* ******** ** **** ***** *** ******** ******** **** ******** ** ** ********* **** ** *********** ** ** ******* ** ******* ** ******* ********* * ******* **** ******* ****** *** ************ ** **** **** *********** **** *** **** ***** **** *** ******* ** ********** ****** *** ****** **** ** ******* *** ******** *** ** ******* ******** *** ****** ** ***** ** **** ********** ****** ************** **** ** *** *** ** ** ***** ** *** ******** ****** *** ** ******** **** ******
Initial Complaint
Date:07/12/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a free eye exam in my account, and Canada Life's website mentioned the chance of customary charges, which I could learn more by calling or checking the customary charge list online. I did both, yet neither the agent nor the online list mentioned any limitations on my eye exam.

At the eye clinic, I was unexpectedly asked to pay $** CAD by myself because there was a limitation on the eye exam which Canada Life never informed me about. I only took the exam based on the incomplete information Canada Life provided, and I would have never proceeded if I knew about this limit.

I called Canada Life about the problem. They insisted that I should have called them every time before using my plan to inquire about coverage. I explained that I did call beforehand. Then, they argued that I should have specifically asked the agent about any limitations on the coverage — yes I must ask that exact question to find out the eye exam wasn't actually completely free.

I filed a complaint since their explanation made no sense. Canada Life reached out to me and again, they acknowledged they failed to provide me with enough information but refused to reimburse the charge, which was completely unjustified. **** **** **** ***** * *** ******* they said that their website and agent are not intended to provide customers with full details — but doesn’t your website clearly states that customers can find details about customary charges by either checking the list online or calling which I did?

Canada Life should take responsibility for their mistake and cover the charge.
Business Response
Date: 21/12/2023
Hello
Canada Life has been in communication with the customer directly and is handling according to our process.
Sincerely,
Customer Answer
Date: 21/12/2023

Complaint: ********

I am rejecting this response because:
Despite Canada Life being in communication with me, they have not provided any helpful resolution. After spending over a month reviewing my case, they refused to reimburse me, even though they admitted their mistakes. They asked me if I wanted to wait for another month for them to review the case again, but it's obvious the result would be the same. **** ******* ***** **** ** ** *********** *** ***** *********

Sincerely,

Dongyue **
Initial Complaint
Date:27/11/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I submitted a claim for reimbursement on Oct 27, 2023, to which there is no question whether or not it's valid to be paid out. It's a normal prescription for diabetic meds. The amount I'm claiming is the difference owing to which they don't cover under the normal plan. This was submitted under my "health care spending acct" which is what this acct is for. I've emailed them several times. They did point me in the direction of an SSP form for the Gov't to become my first payor, however the current claim still needs to be paid out. Not understanding why it's taking so long, *** ***** *** ********** **** ****** *********** ******. I am at the point where I have to renew my prescriptions but can't because I don't have my payout.
Business Response
Date: 28/11/2023
Dear BBB,

We are
writing to acknowledge receipt of your

email. Thank you for bringing
this matter to our attention.

The
concerns will be reviewed in accordance with our company’s complaint handling
process. Canada Life will be communicating directly with the complainant about
this matter moving forward.

For more
information regarding our complaint process, please visit our website at: ******************************

We
trust this keeps with your mission and goals.
You may close your file.
Sincerely,
Ombudsman’s Office
****** ** ***********
*** ******** **** *****
******* ** *** ***

************************ * **************
*********************** * **************

***** ************** ****** ** ** ******** * ******* * ******** * ******* * *********
*********** ** * ************* *********** *** * ******** * ******* * ******** * ******* * *********
** **** ***** *** ******** ******** ** **** ***** ****** ***** *** **** ****** *** ** **** *** ****** ** ******* ********** ** ******* *** **** ***** *** *** *********** *** ************ *** *** ** *********** ***** ** **** *********** ******* ******** ** ***** ********* **** ***** ** ***** **** *** **** ** ************** *** **** ** *******
**** **** ******** ** ** ********** *** ************** ********** ** *** ******** ** ** ******* ******** ** **** ***** *** ******** ******** **** ******** ** ** ********* **** ** *********** ** ** ******* ** ******* ** ******* ********* * ******* **** ******* ****** *** ************ ** **** **** *********** **** *** **** ***** **** *** ******* ** ********** ****** *** ****** **** ** ******* *** ******** *** ** ******* ******** *** ****** ** ***** ** **** ********** ****** ************** **** ** *** *** ** ** ***** ** *** ******** ****** *** ** ******** **** ******
Customer Answer
Date: 28/11/2023

Complaint: ********

I am rejecting this response because: They currently have it stated they will not respond before 14 days, they are Impossible to get on the phone or a response by email, why would this complaint be any different. I guarantee 100% I won't hear from them!!!

Sincerely,

Tanya *********
Initial Complaint
Date:27/11/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Oct 10 2023 I picked up a prescription at ******* **** ***** ************* ** and submitted my claim to Canada Life on Oct 11 and they received on Oct 19 th 2023. I emailed them on approx. Nov 13 and they advised me to above effect . also at that time they apologized for delay and said they are having excess volumes and are now working on Oct 10th receipts. I emailed them again and told them this was not acceptable and hire some people . Today is Nov 25 th and still no money or any further info from Canada life. this is on going problem and this time is /has been the worst. my claim summitted was for ******* I should not have to wait this long to be reimbursed. ******** *** *** ** ** ***** ** ******* ***** **** ************ ***** *** *** ******
Business Response
Date: 27/11/2023
We are
writing to acknowledge receipt of your

email. Thank you for bringing
this matter to our attention.

The
concerns will be reviewed in accordance with our company’s complaint handling
process. Canada Life will be communicating directly with the complainant about
this matter moving forward.

For more
information regarding our complaint process, please visit our website at: ******************************

We
trust this keeps with your mission and goals.
You may close your file.
Sincerely,
Ombudsman’s Office
****** ** *********** *** ******** **** ***** ******* ** *** ***

************************ * **************
*********************** * **************

***** ************** ****** ** ** ******** * ******* * ******** * ******* * *********
*********** ** * ************* *********** *** * ******** * ******* * ******** * ******* * *********
** **** ***** *** ******** ******** ** **** ***** ****** ***** *** **** ****** *** ** **** *** ****** ** ******* ********** ** ******* *** **** ***** *** *** *********** *** ************ *** *** ** *********** ***** ** **** *********** ******* ******** ** ***** ********* **** ***** ** ***** **** *** **** ** ************** *** **** ** *******
**** **** ******** ** ** ********** *** ************** ********** ** *** ******** ** ** ******* ******** ** **** ***** *** ******** ******** **** ******** ** ** ********* **** ** *********** ** ** ******* ** ******* ** ******* ********* * ******* **** ******* ****** *** ************ ** **** **** *********** **** *** **** ***** **** *** ******* ** ********** ****** *** ****** **** ** ******* *** ******** *** ** ******* ******** *** ****** ** ***** ** **** ********** ****** ************** **** ** *** *** ** ** ***** ** *** ******** ****** *** ** ******** **** ******
Initial Complaint
Date:01/11/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am looking to obtain details regarding my health coverage through Canada Life post transfer from the ****** ******* ****** **** ****.

I am unable to access any information online because I am locked out of my account. When I phone the contact center, they require my Canada Life ID#, which I don't have. So, I've hit a dead-end in that regard. I have also not received a new benefit card in the mail which would be helpful to have and would provide this information.

I need to know that they have my information correct with regards to my dependents listed. I have attempted to speak with an actual person for months now with no luck.
Business Response
Date: 02/11/2023
Dear BBB,

We are writing to acknowledge receipt of your

email. Thank you for bringing
this matter to our attention.

The concerns will be reviewed in accordance with our company’s
complaint handling process. Canada Life will be communicating directly with the
complainant about this matter moving forward.

For more information regarding our complaint process, please visit our
website at: ******************************

We
trust this keeps with your mission and goals.
You may close your file.
Initial Complaint
Date:18/10/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I need some help. There is absolutely no way to file our benefits claims cuz YOUR SITE AND APP DOES NOT WORK! *** ** ** **** ** ** * **** ***** *** ** ** ** ******* ******* *** **** *** ******* **** ******* not even on website. Your app is broken. Your website is broken.

I’ve paid out of pocket for my ambulance fee and supposed to be able to claim. I’m paying you $***+ premium monthly. For the ability to use said benefits.

***** ********** **** *** **** ******* ****** *** claim took 3 hours and 20+ attempts and none works, and can’t call you your business hours are so short the west coast can’t even call you at 4 pm on a reasonable “off work hour”. *** *** **** ** **** *** ****** ***** **** *** *** ****** **** **** ** **** *** ** **** Why can’t your site just work? And there is no email support. Just calls. But never available hours to call you. ***** **** **** Someone fix the site. And I’d like someone to somehow reach out to me in a more “work hour friendly” method so I can send the required documents in to get my $** reimbursement

*** ** *** **** *** ******** ********* **** *** *** ***** **** * ** *** **** ****** *** ***** ** *** **** * ***** ********* ** **** *** *** ** **** *****
Customer Answer
Date: 20/10/2023
They have reached out with some sort of back end manual upload option where I send info in signed and they will upload it to their system for me. I consider this resolved ??

Please close complaint

***** ***
Initial Complaint
Date:17/10/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I first contacted Canada Life on September 10, 2023 - In my initial communication, I submitted two separate inquiries: (1) a request for an assessment of a quotation I had submitted, seeking confirmation of the potential reimbursement amount for a specific medical procedure, and (2) a query regarding the reimbursement amounts for two different types of services, which were not specified in their documentation. This lack of clarity on reimbursement amounts was a concern for me as it seemed as if the determination of such issues was at the discretion of individual agents) - something that is unacceptable to me as well..

Their automated response indicated that I would hear back from them within 1-3 business days. I didn't hear back and again contacted them on September 25 and October 5, yet still haven't heard from them.

The absence of communication from Canada Life raises the possibility that my health and dental situation may worsen over time, and I could miss out on the opportunity to utilize my allocated benefits for the year. This situation is concerning and needs to be promptly addressed. I experienced a similar issue last year. I find it wholly unacceptable that, even after more than a month, Canada Life has failed to respond to my inquiries.
Business Response
Date: 25/10/2023

Dear BBB,

We are writing to acknowledge receipt of your

email. Thank you for bringing
this matter to our attention.

The concerns will be reviewed in accordance with our company’s
complaint handling process. Canada Life will be communicating directly with the
complainant about this matter moving forward.

For more information regarding our complaint process, please visit our
website at: ******************************

We
trust this keeps with your mission and goals.
You may close your file.
Initial Complaint
Date:06/09/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I cancelled my medical insurance with Canada Life by phone within the same month (February 2023) because I got another insurance with ******** (better price and coverage).

Canada Life continue to take a payment every month from my bank account even I have cancelled this insurance. I am paying insurance with Canada Life and ******** for the last 6 months.

I wrote to Canada Life and they do not want to reimburse me for that amount and today I talk with an agent and he was very rude and he hung-up on me today.
INFO: my number of insurance with Canada Life: ** ****** ********** *** *** *****
Business Response
Date: 06/09/2023
Dear BBB,

We are
writing to acknowledge receipt of your

email. Thank you for bringing
this matter to our attention.

The
concerns will be reviewed in accordance with our company’s complaint handling
process. Canada Life will be communicating directly with the complainant about
this matter moving forward.

For more
information regarding our complaint process, please visit our website at: ******************************

We
trust this keeps with your mission and goals.
You may close your file.
Customer Answer
Date: 22/09/2023

Complaint: ********

I am rejecting this response because: My cancellation by e-mail was sent on February 3, 2023. The Answer to my complaint: they will reimburse me for the month of August only. it is mentioned that my cancellation was done in August 2023. I have send them a copy of my e-mail of February 2023.

Sincerely,

Ian *****
Business Response
Date: 28/09/2023
Good afternoon

We have followed up with the area handling the complaint and they will contact the customer directly with an update.

Sincerely,
Ombudsman’s Office

Customer Answer
Date: 06/10/2023

Complaint: ********

I am rejecting this response because: I did not received a favorable answer yet. They still evaluating the situation.... It looks a little bit better than the last time.

Sincerely,

Ian *****
Business Response
Date: 13/10/2023
Hello

Thank you for the follow up email.

Canada Life will contact the customer directly.

Sincerely,
Ombudsman’s Office

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Canada Life is NOT a BBB Accredited Business.